Digital Dealer - August 2017 - 44

By Charlie Polston
Automotive Customer
Retention and
Profitability Consultant,
BG Products, Inc.

// Fixed Operations

Vance Chrysler
Hits a Home Run
in Humanity
In the far reaches of
northeast Oklahoma
stands a small domestic
dealership that has a staff
with a heart of gold. The
men and women of Vance
Chrysler in Miami,
Oklahoma make me
proud to be in the

44

AUGUST 2017

automotive business.
Their selfless act of
kindness earlier this summer serves as a reminder
that dealerships are not

made of brick and mortar,
cars and trucks, parts
and accessories-no,
dealerships are made of
people.

PUTTING PEOPLE
AHEAD OF PROFITS."

D I G I TA L D E A L E R . C O M

Robin is a mother
of three and while she
was on an out-of-town
trip, she noticed that her
2005 crossover was due
for its next oil change.
With almost 180,000 on
the vehicle and going
strong, Robin knows
the value of preventive
maintenance.
When she pulled into
the service lane, Tami
Robinson, the service
advisor, greeted her,
got the vehicle logged
into the computer,
and escorted her to
the customer lounge.
Meanwhile, lube tech
Joshua Stepp was in the
process of changing her
oil and beginning his vehicle inspection. Frankly,
the vehicle was in really
good condition considering the age and mileage.
About mid-way through
the inspection, however,
he noticed the right front
hub bearing was in bad
shape and the assembly
was extremely loose.
He promptly reported
everything to the advisor
who brought the concern
to Robin.
Here's how things
unfolded...in Robin's
own words:
I was told during the
service that I did have a
bad hub bearing and that
they strongly suggested
I fix it. I thanked them for
bringing it to my attention
and declined the service.
As the service was
completed, they once
again encouraged me to


http://www.DIGITALDEALER.COM

Table of Contents for the Digital Edition of Digital Dealer - August 2017

Digital Dealer - August 2017
Contents
Letter from the Show Director
Rediscover the Lost Art of Mentoring
Developing a Dealer-Minded Attitude
The Potential Demise of the Automobile Franchise System?
Advertising ‘Attitude’ is Everything!
Does Your BDC Leverage Lead Data to Increase Sales?
Joe Wajda
Digital Dealer 23 Show Highlights: Top Sessions, Keynotes, Exhibitor Listings, Summary Agenda, & Attractions in Vegas
Data Drives Dollars: Google Analytics Is Your Key to Finding Serious Shoppers
5 Tips to Getting Your Customers to Sing Your Praises Online
Still Having Trouble Proving Social Media ROI? You're Not Alone
Clicks for Cars: How AI and Machine Learning Are Revolutionizing Automotive Marketing
Winner, Winner, Recall Dinner!
Vance Chrysler Hits a Home Run in Humanity
Want a 50%++ Parts Margin & Other Benefits Benny? Keep Reading
Digital Dealer - August 2017 - Digital Dealer - August 2017
Digital Dealer - August 2017 - Cover2
Digital Dealer - August 2017 - 1
Digital Dealer - August 2017 - Contents
Digital Dealer - August 2017 - 3
Digital Dealer - August 2017 - Letter from the Show Director
Digital Dealer - August 2017 - 5
Digital Dealer - August 2017 - Rediscover the Lost Art of Mentoring
Digital Dealer - August 2017 - 7
Digital Dealer - August 2017 - Developing a Dealer-Minded Attitude
Digital Dealer - August 2017 - 9
Digital Dealer - August 2017 - 10
Digital Dealer - August 2017 - 11
Digital Dealer - August 2017 - The Potential Demise of the Automobile Franchise System?
Digital Dealer - August 2017 - 13
Digital Dealer - August 2017 - 14
Digital Dealer - August 2017 - 15
Digital Dealer - August 2017 - Advertising ‘Attitude’ is Everything!
Digital Dealer - August 2017 - 17
Digital Dealer - August 2017 - Does Your BDC Leverage Lead Data to Increase Sales?
Digital Dealer - August 2017 - 19
Digital Dealer - August 2017 - Joe Wajda
Digital Dealer - August 2017 - 21
Digital Dealer - August 2017 - 22
Digital Dealer - August 2017 - 23
Digital Dealer - August 2017 - Digital Dealer 23 Show Highlights: Top Sessions, Keynotes, Exhibitor Listings, Summary Agenda, & Attractions in Vegas
Digital Dealer - August 2017 - 25
Digital Dealer - August 2017 - 26
Digital Dealer - August 2017 - 27
Digital Dealer - August 2017 - 28
Digital Dealer - August 2017 - 29
Digital Dealer - August 2017 - 30
Digital Dealer - August 2017 - 31
Digital Dealer - August 2017 - 32
Digital Dealer - August 2017 - 33
Digital Dealer - August 2017 - Data Drives Dollars: Google Analytics Is Your Key to Finding Serious Shoppers
Digital Dealer - August 2017 - 35
Digital Dealer - August 2017 - 5 Tips to Getting Your Customers to Sing Your Praises Online
Digital Dealer - August 2017 - 37
Digital Dealer - August 2017 - Still Having Trouble Proving Social Media ROI? You're Not Alone
Digital Dealer - August 2017 - 39
Digital Dealer - August 2017 - Clicks for Cars: How AI and Machine Learning Are Revolutionizing Automotive Marketing
Digital Dealer - August 2017 - 41
Digital Dealer - August 2017 - Winner, Winner, Recall Dinner!
Digital Dealer - August 2017 - 43
Digital Dealer - August 2017 - Vance Chrysler Hits a Home Run in Humanity
Digital Dealer - August 2017 - 45
Digital Dealer - August 2017 - Want a 50%++ Parts Margin & Other Benefits Benny? Keep Reading
Digital Dealer - August 2017 - 47
Digital Dealer - August 2017 - 48
Digital Dealer - August 2017 - Cover3
Digital Dealer - August 2017 - Cover4
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